Customer and User Research

Understand Your Customers

Customer and User Research

Understand Your Customers

Gain insight into and become immersed in your customer’s world.

Qualitative Research & Contextual Inquiry

Gain insight into your customers as well as your competitors through qualitative research techniques. Contextual inquiry, our preferred method, involves observing your customers in their normal environment performing relevant tasks or workflows. These sessions can take on ethnographic aspects and can also have structured or guided components to the observations. We help reveal key usability roadblocks, automation or new product innovation opportunities as well as benchmarking in cases where competitor solutions are also used.

Quantitative
Research

Depending on the number of customers (or users) and segments or channels that are relevant, we may recommend conducting quantitative research (e.g. surveys) in parallel to running a contextual inquiry program. This can help augment the research effort by gaining a statistically significant understanding of certain baseline data such as physical environment characteristics, location or socio/cultural aspects, and accessibility requirements. Other analytics such as usage, adoption, and conversion can also be gathered, analyzed and then considered with the qualitative research.

Persona
Development

We will assist your team in identifying, prioritizing, and creating personas based on qualitative and quantitative research. These embody significant behavioral characteristics but are also backed by data. Data-driven personas are key for being able to anchor and map the customer journey mapping and design activities that follow.

5

Reasons to invest
in research on your customers

Understand your customer workflow (not assume)

Reduce development waste and $$$

Lower the risk of building the wrong thing

Gain insight into competitor solutions

Identify opportunities for innovation and digitization

5

Reasons to invest
in research on your customers

Understand your customer workflow (not assume)

Reduce development waste and $$$

Lower the risk of building the wrong thing

Gain insight into competitor solutions

Identify opportunities for innovation and digitization

“TandemSeven delivered the critical insights and design that shaped our Pivot portal into a competitive advantage for US Bank CDO issuance.”

Bob Troyer – VP, Product Manager – Digital Strategy, US Bank

“TandemSeven delivered the critical insights and design that shaped our Pivot portal into a competitive advantage for US Bank CDO issuance.”

Power Platform

Our Team’s Latest Ideas and Tips

Many banks struggle to provide an exceptional experience across touchpoints, channels, and devices—which requires seamless connectivity from front-to-back office. Challenges like silos, fragmented data, and rigid workflows often stand in the way of opening new accounts or resolving issues.

If you have worked in the software industry for any significant amount of time, then you are probably well aware that this old adage rings true. "The only constant is change." — Heraclitus (500 B.C.) [...]

While C-suite executives increasingly recognize that customer experience (CX) is an engine for growth, success is often elusive. Challenges include the lack of a holistic approach, organizational silos, and outdated technologies. An exclusive focus [...]

Additional Journey Driven Consulting Offerings

Visualize your customer’s pain points and gaps, and create the future state customer journey. We put our tried and true journey mapping methodology to work to align your organization around your customer and use our Cora Journey360 platform to help create, store and share these assets.